Benchmarking Customer Satisfaction with Hospital Food Service within the Army's Medical Command

Abstract

LEARNING OUTCOME: To design and implement a standardized mechanism for measuring and improving customer satisfaction with meal service in a large, multi-hospital health care system. System-wide benchmarking offers a tool for external comparison, informed decision-making and strategic planning. In 1996, the Joint Commission on Accreditation of Healthcare Organizations (JCAHO) mandated external comparison as a mechanism for improving performance. Since Army hospital food service often doubles as a “mess hall” for soldiers, it is difficult to compare to civilian databases. With the help of the Army Personnel Survey Division, Alexandria, Virginia, the Nutrition Care Directorate (NCD) at Walter Reed Army Medical Center (WRAMC) created and tested a dining hall satisfaction survey form and process in 1993, offered the standardized process to other Army hospitals in 1994, and expanded the process to a world-wide Army database in 1995. We added a standardized patient satisfaction survey in 1995, for patients who eat in their rooms. The survey forms are small and easy to complete, resulting in a 65% return rate. The data is scored with a 5-point weighted scale for quantifiable trending. A performance improvement coordinator consolidates and analyzes the data and produces individualized, quarterly comparison reports for each facility. Sixty-seven percent of 24 participating facilities have improved overall dining hall satisfaction. The mean score for overall quality of food in dining halls increased from 71 to 78. Twenty-seven percent of 15 participating facilities improved patient satisfaction for room meal service. The mean score for overall quality of food dropped from 80 to 78. Although some facilities are resistant to using the data or even measuring customer satisfaction, a number of facilities have used the results to better direct improvement efforts, meet accreditation standards, and plan operational changes.